最新的HDI World wide Certification認證 QQ0-301考試題庫

問題1

Which three are typical characteristics of successful projects?
(Choose 3)

A. A plan is developed for all aspects of communication.

B. The number of people required for the project is agreed on.

C. The project is not discussed openly until project completion.

D. All Interested parties are recognized.

E. Meetings are scheduled according to availability of staff.

正確答案: A,B,D

問題2

What is a key requirement for successful project management?
(Choose 1)

A. A key requirement for successful project management is to define project objectives.

B. A key requirement for successful project management is to define stand-alone activities.

C. A key requirement for successful project management is to define your role in the project.

D. A key requirement for successful project management is to define co-operative activities.

正確答案: A

問題3

What are two of the best reasons for recording and analysing Service Desk metrics?
(Choose 2)

A. Metrics are used to provide justification for salary increases.

B. Metrics are used to determine scheduling needs.

C. Metrics are used to provide information to management.

D. Metrics are used to assess the number of changes planned.

正確答案: B,C

問題4

You have a member of your team who is well liked by customers and staff alike, and you receive many compliments about him. What is the most likely reason for this?
(Choose 1)

A. He is an empathic person.

B. He is a flirt with an attractive smile.

C. He is a technical genius.

D. He is a sympathetic person.

正確答案: A

問題5

What is the best way that you, as a Service Manager, can anticipate problems, develop contingency plans and sustain progress?
(Choose 1)

A. Delegate responsibility for each phase of an initiative.

B. Visualise your next management position.

C. Undertake a risk analysis for each phase of an initiative.

D. Undertake a gap analysis.

正確答案: C

問題6

A customer calls from within your office complex. They are having trouble configuring the new order management software on their computer. It is 5:50 p.m., and your support desk closes at 6:00 p.m. What is the best method your analysts should use to resolve this problem?
(Choose 1)

A. Dispatch a deskside support analyst to address the incident.

B. Transfer the customer to the software vendor for support.

C. Talk the customer through the steps to resolve the problem.

D. Schedule a callback to resolve the problem in the morning.

正確答案: C

問題7

Which metric best reflects the knowledge level of the Service Desks staff?
(Choose 1)

A. Average speed to Answer.

B. Customer satisfaction.

C. Cost per incident.

D. First contact resolution.

正確答案: D

問題8

Where would you be most likely to find a values statement?
(Choose 1)

A. Vision statement.

B. Marketing pamphlets.

C. ROI description.

D. Mission statement.

正確答案: D

問題9

What are two important actions to take to remove barriers and gain support for projects?
(Choose 2)

A. Guarantee that Service Desk resources are available.

B. Determine your team requirements to support the central objectives.

C. Verify that other departments / teams support the project and its objectives.

D. Ensure that all projects comply with the service level agreement.

E. Ensure all projects have a documented business case.

正確答案: C,E

問題10

What process is used to document and monitor the Service Desks service objectives and goals?
(Choose 1)

A. Objective management.

B. Performance management.

C. Service level management.

D. Risk management.

正確答案: C

問題11

If a member of your team is unable to converse easily with a customer, due to lack of sufficient fluency in their language, which courses of action would be the best to take?
(Choose 2)

A. Ask the customer if a colleague at their site can help with the conversation.

B. Ask the customer to e-mail them later.

C. Ask the customer to find a translation service and call you back.

D. Ask a colleague on the service desk to take the call instead of you.

正確答案: A,D

問題12

Which key performance indicator would be expected from Security Management?
(Choose 1)

A. Timely completion of risk assessments.

B. Review of security SLAs.

C. Timely assessments of password incidents.

D. Regular assessment of incidents and problems.

正確答案: A

問題13

You have just downsized your staff by 20 percent. Many members of staff have seen their friends laid-off. Frustration levels are high and support from the remaining staff is in question. What is the best action you can take to provide a positive outlook to your staff?
(Choose 1)

A. Hold a roundtable discussion to allow the staff to vent.

B. Give everyone the day off.

C. Network with your peers to discuss the situation.

D. Concentrate on the goals of the organisation.

正確答案: D

問題14

What is coaching?
(Choose 1)

A. How to structure a dynamic team.

B. The process of helping to enable the team to build their strengths based on a co-operative relationship.

C. Getting better performing staff to work with poorer performers to show them how to do better.

D. Showing staff examples of excellent performance so they can follow the lead.

正確答案: B

最新的HDI Service Desk Manager (SDM) - QQ0-301免費考試真題

最新更新

站內鏈接

聯系我們